InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. Truthfully, if a customer doesn’t even feel safe to enter, it’s a safe bet you’re losing their business.

2022 370

2022 Social Media Consumers Loyalty 370

GetFeedback

DECEMBER 21, 2018

Customer retention statistics: More than 6 in 10 U.S. consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. American Express ). companies lose $136.8 CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 28, 2022

The other reality is that consumers want to interact with a live person. According to CDP.com, 64% of consumers say access to live people would significantly improve customer experience. But how many customer-support experiences take only a few minutes? Factor #2: Time to Completion.

Call Center 370

Call Center Customer Experience Measurement Financial 370

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

BlueOcean

APRIL 1, 2025

By focusing on resolution rather than deflection, maintaining brand consistency, and providing appropriate escalation paths to human agents, you can create self-serve experiences that customers actually want to usebuilding loyalty instead of frustration in the process.

Customers 156

Customers Effort Score Airlines Customer Journey 156

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands!

2022 74

2022 Feedback 2021 Technology 74

Optimove

OCTOBER 20, 2022

With inflation continuing to run at 40-year high levels, consumers are more careful about getting the most out of their dwindling purchasing power. Any consumers with variable interest rate debt, such as a home equity line, have seen their monthly payments increase in line with the rising interest rates. Less confidence, less spending.

Customer Relationships 98

Customer Relationships Consumers Marketing 2007 98

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Alida

OCTOBER 18, 2021

The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough.

Consumers 246

Consumers Customers Customer Base Brands 246

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Hopefully, your business has more than one customer. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. million customers cancelling their subscriptions during the first quarter of 2021. Consumer shift toward streaming content. Negative customer service perception.

2028 41

2028 Entertainment Advertising 2010 41

InMoment XI

JULY 7, 2022

So many brands have been using brand equity to cultivate this passionate consumer base. For example, Coca-Cola has actively used brand equity to create a strong sense of brand recognition which keeps drawing customers to its company time and time again. That gives your company the opportunity to expand product offerings.

Brands 369

Brands ROI Social Media Return on Investment 369

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

SEPTEMBER 18, 2019

A case in point is TurboTax, says Parrish, which found striving to minimize clicks actually hurt consumer experiences and hence loyalty. Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask. Most of the time the answer will be no. Emotional connections will help the bottom line.

Loyalty 257

Loyalty Touchpoint Books Article 257

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 71

Consumers Social Media Omnichannel Customer Centricity 71

InMoment XI

AUGUST 3, 2023

By staying ahead of the curve, companies can create a seamless and satisfying customer journey, resulting in increased customer satisfaction and loyalty. Embracing unstructured data analytics empowers companies to adapt quickly to the evolving needs and preferences of their customer base.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace.

Retail 195

Retail Customer Experience Social Media NPS 195

eglobalis

JULY 2, 2024

B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. Regular testing and refinement are time-consuming but crucial for improving model accuracy.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 195

Financial Management Banking Insurance 195

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Instead, many consumers do both. A survey from J.D.

Automotive 195

Automotive Customer Journey E Commerce 2022 195

eglobalis

SEPTEMBER 16, 2024

Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 62

Consumers Social Media Customer Centricity Touchpoint 62

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 62

Consumers Social Media Omnichannel Customer Centricity 62

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

InMoment XI

MAY 31, 2022

You have to get inside the minds and hearts of the customers at every juncture to find out what they’re thinking, feeling, and needing to do. Of these three, understanding customers’ emotions shouldn’t be given short shrift: 69% of consumers say that emotions count for over half their experiences.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

MARCH 24, 2025

Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program.

Demo 195

Demo Culture Feedback Customer Satisfaction 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Customers expect not only to be heard but also understood and swiftly responded to. Their role in managing an online reputation cannot be overstated, as they directly influence brand perception, customer trust, and purchasing decisions.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Customers expect not only to be heard but also understood and swiftly responded to. Their role in managing an online reputation cannot be overstated, as they directly influence brand perception, customer trust, and purchasing decisions.

Management 195

Management Social Media Hotels Airlines 195

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

BlueOcean

DECEMBER 10, 2019

That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? We checked out the top consumer trends of 2019 to get you ahead of the curve. Are You Using 1999 Metrics to Measure 2019 Customer Care?

2019 31

2019 Blog Contact Center Customer Service 31

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. by Erin Ollila.

2021 160

2021 Article Customer Service Customer Retention 160

Optimove

JANUARY 15, 2025

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Knowing Your Customers Is Critical Consumers today expect personalized, relevant, and timely interactions from the brands they engage with. In contrast, customers respond positively when they feel understood.

Connections 52

Connections Insights Download 2025 52

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59